07867036659 - REKULA = JUST BOOKED PART HAS NEED TO BE ORDERED FIRST 07497754608 - BROUGH = RECALL JOB 07584688657 - O CONNOR = JUST BOOKED 07506387788 - ANTHONY STONE = JUST BOOKED _________________________________________ CNU250821079224 Surname : KRYSTYNA PRICE Mobile Number : 07790236578 Post Code : RG6 7JA 1st Line of Address : 2 SAFFRON CLOSE, EARLEY READING, RG6 7JA, GB Email Address : krysia.price@ntlworld.com Model # : F4V710STSE.ASSQPUK Serial # : 101PNGX07239 DOP : 03/09/2021 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] 02/09/2026 oe error Cleaned the filter. Drain hose is not blocked or kinked. Unit is properly leveled. No leakage. Drain hoe doesn't have any extended length. Issue persists. No parking permit needed. No Customer cannot pull out the unit because the couple is an elderly. Extended Warranty: P2021-09-03101PNGX07239 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine displaying an OE error code, indicating a draining issue. The machine is half full of water and laundry, and the customer is unable to move it due to physical limitations. 2. Customer Request: The customer is requesting a service appointment to have a technician inspect and repair the washing machine. 3. Agent Solution: The agent confirmed the customer's warranty status and gathered necessary information, including the serial number and purchase details. The agent requested a photo of the error code for documentation and assured the customer that the issue would be treated as a priority, with the technician contacting them to schedule a visit. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send a photo of the error code for the technician's reference. 5. Customer Pain Point: The customer expressed frustration over the inability to resolve the issue independently due to physical limitations and the inconvenience of having a washing machine filled with water and laundry. 6. Notable Comments: The customer mentioned that their husband is elderly and unable to assist with moving the machine, highlighting the urgency of the situation. The customer also confirmed the purchase was made from AOI. [AI Summary] 1. Contact Reason: Customer is calling about a washing machine displaying an OE error code, indicating a draining issue. The machine is half full of water and laundry, and the customer is unable to move it due to physical limitations. 2. Customer Request: Customer requests a technician to come and inspect the washing machine and resolve the draining issue. 3. Agent Solution: The agent verified the customer's warranty status and collected necessary information, including the serial number and purchase details. The agent explained that the OE error is a priority and assured the customer that a technician would contact them soon to schedule a repair. The agent also requested a photo of the error code to attach to the service request. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send a photo of the error code via SMS. 5. Customer Pain Point: Customer expressed frustration over the inability to use the washing machine due to the water and laundry being trapped inside, highlighting the inconvenience caused by the malfunction. 6. Notable Comments: Customer mentioned that their husband is elderly and unable to assist with moving the machine. They also noted that parking is available behind their property, eliminating the need for a parking permit for the technician. [Request] WILL BOOK _________________________________________ CNU250821079800 Surname : BUTT Mobile Number : 07897818317 Post Code : M19 2FU 1st Line of Address : 97 Albert Road, MANCHESTER, M19 2FU, GB Email Address : shabby0088@gmail.com Model # : F4Y511WWLA1.ABWQPUK Serial # : 408PNJC3B844 DOP : 09/07/2025 Retailer : CURRYS [Customer Issues] WASHER DOOR SEAL IS BROKEN [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a broken door on their recently purchased LG washing machine, which they bought about one to two months ago. 2. Customer Request: Customer seeks information on how to replace the broken door and whether the repair will incur charges. 3. Agent Solution: Agent informed the customer that the repair would be chargeable and requested personal details to pull up the account, including the customer's surname, postcode, and the washing machine's serial number for verification. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were still in the process of providing necessary information for account verification. 5. Customer Pain Point: Customer is frustrated with the broken door on a new washing machine and is concerned about potential repair costs. 6. Notable Comments: Customer mentioned they purchased the washing machine recently and is looking for a quick resolution to the issue. [AI Summary] 1. Contact Reason: Customer is calling regarding a gasket issue with a washing machine purchased on July 9, 2025, which is not functioning properly. 2. Customer Request: Customer seeks information on the cost and scheduling for gasket replacement, as the issue is not covered under warranty. 3. Agent Solution: Agent informed the customer that the gasket replacement would cost £125. The agent explained that the repair service would contact the customer within two business days to schedule the visit after payment is processed. The agent also clarified that payment could be made after booking the service. 4. Resolution Acceptance: No. The customer did not accept the solution immediately and requested time to consider the repair options. 5. Customer Pain Point: Customer expressed frustration over the cost of repair for a relatively new machine, feeling that it should be covered under warranty or at least offered at a discount. 6. Notable Comments: Customer mentioned the machine was purchased only a month ago and expressed dissatisfaction with the situation, indicating a potential for future calls if the issue is not resolved. [Request] DONE CUSTOMER WILL RING US BACK _________________________________________ Surname : Mobile Number : 07807059467 Post Code : 1st Line of Address : Email Address : Model # : F4J610WS.ABWQNUK Serial # : 911PNZQ18853 DOP : Retailer : [Customer Issues] WASHER [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to inquire about the warranty status of their washing machine, which has a malfunctioning pump. They are unsure of the purchase details and are trying to confirm if it is still under warranty. 2. Customer Request: The customer seeks assistance in determining the purchase date and warranty status of the washing machine to explore repair options. 3. Agent Solution: The agent requested the serial number to check the warranty status. After verifying the serial number, the agent confirmed that the washing machine was manufactured on November 7, 2019, but there was no account found in the system. The agent suggested the customer check their email for any purchase confirmation or receipts. 4. Resolution Acceptance: No. The customer did not accept a resolution as they were unable to confirm the purchase details and needed to follow up with the retailer. 5. Customer Pain Point: The customer expressed frustration over not being able to locate the purchase information and the inconvenience caused by the washing machine's malfunction. 6. Notable Comments: The customer mentioned a strong preference for LG products and indicated they usually purchase electronics from Currys, suggesting they would try to contact the retailer again for assistance. [Request] _________________________________________ CNU250820076692 Surname : SAMANTH REDDY BODDU Mobile Number : 07859801067 Post Code : WF10 3NJ 1st Line of Address : 122 Kendal drive WF10 3NJ Email Address : samanth.boddu@gmail.com Model # : FWY706GBTN1 Serial # : 501PNKGGE317 DOP : 12/06/2025 Retailer : CURRYS [Customer Issues] WASHER DRYER DRUM IS SHAKING AND UNIT VIBRATING Customer is washing less than 4 or 5 kilos of loads. Drum is only shaking so much when on a fast wash. Customer is using Delicate, Turbo wash and Dryer settings only. Unit is properly leveled. Cleaned the filter. Inlet and outlet pipes doesn't have any visible damage or tear. Drain hose is not blocked or kinked. Issue persist. No parking permit needed. [Consultation contents] [Customer] SAMANTH REDDY BODDU | WF10 3NJ | null | Castleford | 122 Kendal drive WF10 3NJ [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] Drum is fully shaking and vibrating the mechan [AI Summary] 1. Contact Reason: Customer is calling about a newly purchased LG washing machine that has been shaking and vibrating excessively during the wash cycle since the day after purchase. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment due to the ongoing issue with the washing machine. 3. Agent Solution: The agent gathered detailed information about the washing machine, including the purchase date, serial number, and usage conditions. The agent asked specific questions regarding the load size, settings used, and whether the unit was properly leveled. The agent also requested a video of the issue for further assessment and indicated that a service appointment may be necessary if the problem persists. 4. Resolution Acceptance: No. The customer did not accept a solution yet as the agent is still in the process of gathering information and has not yet proposed a specific resolution. 5. Customer Pain Point: Customer is frustrated with the washing machine's performance, particularly the excessive shaking during the wash cycle, which has caused inconvenience since the purchase. 6. Notable Comments: Customer mentioned that they have a video demonstrating the issue and expressed regret about the warranty, indicating dissatisfaction with the product's quality so soon after purchase. [AI Summary] 1. Contact Reason: Customer is experiencing excessive shaking and vibration of the drum in their LG washing machine, which has been occurring since the day after purchase on June 12, 2025. 2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair appointment if the problem persists. 3. Agent Solution: Agent provided troubleshooting steps, including verifying the load size and checking for proper leveling of the machine. The agent requested a video of the issue for further assessment and attempted to guide the customer through the video upload process, but encountered technical difficulties. The agent offered to send an email for video submission instead. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution of sending the video via email for further evaluation and repair scheduling. 5. Customer Pain Point: Customer expressed frustration over the ongoing issue since the initial use of the washing machine and the inconvenience caused by the excessive vibration during washing cycles. 6. Notable Comments: Customer mentioned having multiple videos of the issue and requested an easier method to submit them, ultimately preferring to send them via email due to difficulties with the SMS upload system. [Request] _________________________________________ Surname : Mobile Number : Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [Customer Issues] [Consultation contents] [Request] [AI Summary] 1. Contact Reason: Customer is calling regarding a refrigerator that is not cooling properly and has a temperature fluctuation issue. 2. Customer Request: Seeks troubleshooting assistance and potentially a service appointment if the problem cannot be resolved over the phone. 3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking the temperature settings, ensuring proper airflow around the unit, and inspecting the door seals for any gaps. After confirming the issue persisted, the agent scheduled a service appointment for the next available date. 4. Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and confirmed their availability. 5. Customer Pain Point: Customer expressed frustration over food spoilage due to the refrigerator's inconsistent cooling and mentioned it has been a recurring issue for several weeks. 6. Notable Comments: Customer shared that the refrigerator is relatively new and relies heavily on it for daily meal preparation, emphasizing the urgency of the repair. [Request] _________________________________________ Surname : Mobile Number : 07412605459 Post Code : 1st Line of Address : FLAT 809, 18 CUTTER LANE, SE10 0YB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] CNU250714723012 Mr. [Consultation contents] [Request] _________________________________________ CNU250821080965 Surname : CUNNINGHAM Mobile Number : 07918636972 Post Code : LS29 8PH 1st Line of Address : 25 Cardan Drive, ILKLEY, LS29 8PH, GB Email Address : emma.vallow@btinternet.com Model # : emma.vallow@btinternet.com Serial # : 305PNPD3E688 DOP : 11/08/2023 Retailer : SONIC MEGASTORE [Customer Issues] Customer wants to reschedule the visit [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to reschedule a service appointment for a faulty washer dryer, as the original appointment conflicts with her work schedule. 2. Customer Request: Customer seeks to change the service appointment to a date when she is available, specifically next Thursday or Friday. 3. Agent Solution: Agent verified the customer's details and checked availability. After confirming the customer's unavailability for the original appointment, the agent coordinated with the service department to reschedule the appointment for the requested dates. 4. Resolution Acceptance: Yes. The customer accepted the proposed rescheduling for next Thursday or Friday. 5. Customer Pain Point: Customer is frustrated by the scheduling conflict and the inconvenience of having a faulty appliance that requires service. 6. Notable Comments: Customer mentioned that she has been in contact with another colleague regarding the issue and expressed urgency in getting the washer dryer repaired due to its importance in her daily routine. [AI Summary] 1. Contact Reason: Customer is calling to reschedule a service appointment for a faulty washer dryer, as the original appointment was made for a day when the customer is unavailable due to work commitments. 2. Customer Request: Customer requests to change the service appointment to either the following Thursday or Friday, as they are not available on the originally scheduled date. 3. Agent Solution: Agent verified the customer's details and coordinated with the repair department to reschedule the service visit. The agent confirmed that an email would be sent to the authorized service center to arrange the new appointment for either the 27th or 28th. 4. Resolution Acceptance: Yes. The customer accepted the proposed new appointment dates and expressed satisfaction with the arrangement. 5. Customer Pain Point: Customer expressed frustration about the initial appointment being scheduled without consideration of their availability, causing inconvenience. 6. Notable Comments: Customer mentioned reliance on the washer dryer for daily use and emphasized the importance of timely service due to work commitments. [Request] DONE CREATING INCOMPLETE CNU _________________________________________ Surname : HARRIS Mobile Number : 01444414236 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] F2C509GBTN1 9KG WASHER [Consultation contents] [AI Summary] 1. Contact Reason: Customer inquired about the F2C509GBTN1 washing machine's features, specifically questioning the absence of a standalone spin function for hand-washed items. 2. Customer Request: Customer seeks clarification on the machine's capabilities and expresses disappointment over the lack of a dedicated spin cycle. 3. Agent Solution: Agent confirmed that the washing machine does not have a standalone spin function. The agent explained that the machine requires a full wash cycle to utilize the spin feature, and suggested checking other models that might meet the customer's needs. 4. Resolution Acceptance: No. The customer did not accept the solution as they found the lack of a spin function unacceptable for their needs. 5. Customer Pain Point: Customer expressed frustration over the washing machine's inability to perform a basic function of spinning clothes independently, deeming it unfit for their purpose. 6. Notable Comments: Customer mentioned a preference for simpler machines without excessive features, indicating a desire for reliability and ease of use, particularly for delicate hand-washed items. [Request] DONE _________________________________________ CNU250821082024 RNU250821082949 Surname : ROSKELL Mobile Number : 07793068929 Post Code : RM13 9FT 1st Line of Address : 16 Harle Way, RAINHAM, RM13 9FT, GB Email Address : n.hutch1990@gmail.com Model # : DF455HMS.ABMQEUK Serial # : 403KWJU2T140 DOP : 04/07/2024 INSURANCE FROM D& G AND DELIVERED / 02/07/2024 Retailer : D & G / AO [Customer Issues] DISHWASHER UNIT IS NOT CLEANING PROPERLY THE DISHES Dishes are not clean and Dishes too wet No leakage. No error codes. Uses Extra Dryer however the dishes still wet. Unit is not cleaning the dishes properly. Cleaned the filter. Cleaned dishwasher lower and upper spray arm. Cleaned the dispenser. Unit have proper spacing at the sides and at the back for ventilation. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a dishwasher under warranty that is not cleaning dishes properly, leaving them dirty and wet after cycles. 2. Customer Request: Customer seeks a repair appointment for the dishwasher as they have been unable to use it effectively for a week and have resorted to hand washing dishes. 3. Agent Solution: Agent verified the model and serial number of the dishwasher, confirmed the warranty status, and documented the issue. The agent then scheduled a repair appointment, informing the customer that an engineer would contact them within two business days to confirm the visit. 4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and was satisfied with the agent's assistance in booking the service. 5. Customer Pain Point: Customer expressed frustration over the dishwasher's failure to clean dishes, which has disrupted their routine, especially with a large family to care for. 6. Notable Comments: Customer mentioned having multiple issues with LG products, including a fridge, and expressed disappointment with the brand's reliability despite previously being a loyal customer. [Request] DONE BOOKING AND SMS _________________________________________ RNU250821083338 Surname : MCGREBDIE Mobile Number : 07734057333 Post Code : G77 5QA 1st Line of Address : 2 Newtonlea Avenue, GLASGOW, G77 5QA, GB Email Address : johnmcgrebdie@aol.com Model # : Serial # : 105PNMH42723 DOP : Retailer : [Customer Issues] Telepresence: No Customer advised about Parking Permits: Yes A detailed report from this repair is required by LG urgently – please send to uk.svcadmin@lge.com, on the report please confirm if any damage caused and root cause of reported problem and supply any pictures of any/all faulty components and/or property damage. Service Bulletin: N/A Warranty Status: Extended LG Warranty Fault: Leaking underneath Troubleshooting: Pulled out device as they are doing this look out for and listen out for water that's inside of the device. Checked both the inlet and outlet to see if they are wet and if there is any signs of damage to the pipes. Also checked to make sure all connections are fully screwed on and secure. Checked to make sure they are not getting a AE Error code Additional notes: No parking permit required. Recall job. Customer don't want to send another video indicating the leak after repair because he don't want that floor to get damaged. Customer has extended warranty. Email: johnmcgrebdie@aol.com Primary Number: 07734057333 Retailer: Curry's Technical Info: https://csportal.lge.com/login [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to inquire about the status of a repair for their washing machine, which has been malfunctioning for two weeks and has had multiple engineer visits. 2. Customer Request: Customer seeks clarification on the upcoming engineer visit and the associated repair costs, expressing frustration over the repeated service calls without resolution. 3. Agent Solution: Agent checked the repair status and informed the customer that the previous engineer found a foreign object causing damage, which is not covered under warranty. The agent quoted a repair cost of £175 for the necessary parts and labor, but noted that the engineer would not be coming out as scheduled due to the need for parts replacement. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the service and the need for further escalation. 5. Customer Pain Point: Customer is frustrated with the prolonged repair process, having taken multiple days off work for engineer visits that did not resolve the issue. They feel the service has been inadequate and are upset about the additional costs. 6. Notable Comments: Customer expressed a strong desire to escalate their complaint and indicated they would discourage others from purchasing LG products due to their experience. They also requested to speak with a manager for further assistance. [Request] WILL RING BACK _________________________________________ Surname : Mobile Number : 07301660255 Post Code : 1st Line of Address : Email Address : Model # : Serial # : 103PNGX2E751 DOP : Retailer : JOHN LEWIS [Customer Issues] WASHER BLACK MOULD ON WASHERS [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine owned by their father, specifically regarding a black mold issue on the seal, which they believe is a common problem with washing machines. 2. Customer Request: Customer seeks a free replacement seal due to the mold issue, questioning whether LG or the retailer, John Lewis, is responsible for the replacement. 3. Agent Solution: Agent explained that the mold issue is considered a maintenance problem and not covered under warranty. The agent suggested that proper care, such as wiping the gasket and allowing ventilation, could prevent such issues. The agent confirmed that repairs would incur a charge. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, insisting that the design flaw contributes to health and safety concerns and should warrant a free replacement. 5. Customer Pain Point: Customer expressed frustration over the washing machine's design, which they believe leads to health risks due to mold growth. They highlighted that not everyone can maintain the machine due to physical limitations. 6. Notable Comments: Customer emphasized the need for better design to prevent mold and raised concerns about health and safety regulations being violated by the product's design. They were also frustrated by the agent's adherence to scripted responses. [Request] DONE NO NEED TO DOCU _________________________________________ Surname : Mobile Number : 02086432151 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] REPLACEMENT DOOR FRIDGE [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to inquire about obtaining a replacement door for their fridge freezer purchased approximately 2 years ago. 2. Customer Request: Customer seeks information on whether they can get a replacement door directly from LG. 3. Agent Solution: Agent explained that LG does not provide replacement doors directly, as the cost of the door would be comparable to the cost of a new fridge. The agent clarified that they do not handle replacement parts for this type of request. 4. Resolution Acceptance: Yes. The customer accepted the explanation regarding the replacement door and did not pursue further options. 5. Customer Pain Point: Customer expressed disappointment that a replacement door is not available, as they were hoping for a more cost-effective solution rather than replacing the entire fridge. 6. Notable Comments: Customer did not express any additional concerns or frustrations beyond the replacement door issue and thanked the agent for the information provided. [Request] _________________________________________ RNU250821084087 Surname : ASHCROFT Mobile Number : 07739544661 Post Code : WN3 5TL 1st Line of Address : 67, Mesnes Avenue, WIGAN, WN3 5TL, GB Email Address : jamesashcroft123@yahoo.co.uk Model # : F4Y511GBLA1.AMBQPUK Serial # : 310PNQE4Y972 DOP : 09/01/2024 Retailer : LG ELECTRONICS [Customer Issues] WASHER Softener is not exceeding the Max line. Cleaned the dispenser drawer. Inlet and outlet pipes doesn't have any damage or kinked. Customer verified that the dispenser tray isn't damaged, the cover for the softener compartment isn't damaged and set the water pressure in the lowest. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine issue where the softener compartment fills with water constantly, causing water to spill onto the floor. This problem has persisted for over six months. 2. Customer Request: Customer seeks a technician to inspect and repair the washing machine, as previous troubleshooting attempts have not resolved the issue. 3. Agent Solution: Agent coordinated with technical experts and confirmed the need for a technician visit. The agent requested additional videos and photos of the softener compartment for assessment but ultimately scheduled a repair appointment for the customer. 4. Resolution Acceptance: Yes. The customer accepted the scheduled technician visit after expressing frustration over the ongoing issue and the health hazard it poses. 5. Customer Pain Point: Customer is frustrated with the prolonged issue, the inconvenience of water on the floor, and the potential safety risk for their elderly mother living in the home. 6. Notable Comments: Customer mentioned that they have sent multiple videos and made numerous calls regarding the issue, indicating a lack of effective communication and resolution from previous interactions. [Request] DONE BOOKING AND SMS _________________________________________ RNU250821084423 Surname : BANNER Mobile Number : 07854213370 Post Code : B45 8FL 1st Line of Address : Email Address : bannerkerry@gmail.com Model # : Serial # : 401PNHN6R809 DOP : Retailer : ARGOS [Customer Issues] WASHER Unplugged and plug in. Unit is properly leveled. No noise. Inlet and outlet pipes doesn't have any visible damage or tears. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing a vibration sensor error (U5) on their washing machine, along with a small water leak from the front underneath the unit, which has been occurring for a couple of days. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved over the call. 3. Agent Solution: Agent provided troubleshooting steps, including unplugging the machine, checking for load imbalance, and ensuring the unit is properly leveled. After confirming the issue persisted, the agent created a customer account and scheduled a repair service, informing the customer that an engineer would contact them within two business days to confirm the appointment. 4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and acknowledged the follow-up from the engineer. 5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning shortly after purchase and the inconvenience caused by the water leak and error code. 6. Notable Comments: Customer mentioned that the washing machine was a replacement from their insurance and was unsure of the exact purchase date, which may affect warranty status. [Request] DONE BOOKING AND SMS _________________________________________ Surname : Mobile Number : 07595432908 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER CURRYS [Consultation contents] [Request] _________________________________________ Surname : SALEM Mobile Number : 07413604731 Post Code : SE11 6TU 1st Line of Address : Flat 32 Sambrook House, Hotspur Street, LONDON, SE11 6TU, GB Email Address : siham092003@gmail.com Model # : Serial # : DOP : Retailer : [Customer Issues] CNU250821080241 [Consultation contents] Salutation: Mr NO - POP NO - BER NO - POD NO - 5 Year Warranty NO - Serial NO - Damage On Del NO - Video YES - Images Fault Reported: FOR POP Troubleshooting: Where to Tag To: Tag Back to Me! Warranty Repair: Warranty [AI Summary] 1. Contact Reason: Customer is calling to inquire about the status of their registration for a product, having sent the required documents via SMS but not receiving confirmation. 2. Customer Request: Customer seeks confirmation of their registration and assistance in ensuring that their submitted documents are received and processed. 3. Agent Solution: Agent verified the case number and informed the customer that the SMS submission method is currently not working. The agent provided a WhatsApp number for the customer to send the required pictures and explained the steps to initiate the chat and upload documents. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the documents via WhatsApp as instructed. 5. Customer Pain Point: Customer expressed frustration over the lack of confirmation regarding their document submission and the inconvenience caused by the registration process. 6. Notable Comments: Customer mentioned they had previously sent the documents as instructed but had not received any updates, highlighting the importance of timely communication regarding their registration status. [Request] WILL REGISTER ONCE HE SENT THE PHOTOS VIA WHATSAPP _________________________________________ Surname : IBRAHIM Mobile Number : 07508913663 Post Code : W3 9NQ 1st Line of Address : Flat 61 Moreton Tower Lexden Road, LONDON, W3 9NQ, GB Email Address : lul.ibrahim155@gmail.com Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER [Consultation contents] [AI Summary] 1. Contact Reason: Customer called to follow up on a previous inquiry regarding their washing machine and to confirm if the photos of the damage were received by the company. 2. Customer Request: Customer seeks to send photos of the washing machine damage for repair assessment and wants to know if the repair can be scheduled. 3. Agent Solution: Agent informed the customer that there were no photos received and suggested using WhatsApp to resend the images. The agent provided instructions on how to initiate the chat and upload the photos, including agreeing to terms and conditions for the upload. 4. Resolution Acceptance: Yes. The customer accepted the solution and agreed to resend the photos via WhatsApp as instructed. 5. Customer Pain Point: Customer expressed frustration over the lack of communication regarding the receipt of the photos and the unresolved issue with the washing machine despite a previous engineer visit. 6. Notable Comments: Customer mentioned they would like to be contacted once the photos are received and expressed concern about the timeline for the repair process. [Request] WHATSAPP _________________________________________ Surname : Mobile Number : 07870853527 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : 19/01/2020 Retailer : [Customer Issues] [AI Summary] 1. Contact Reason: Customer is calling about an LG direct drive washing machine purchased over five years ago, which is now making a loud banging noise. 2. Customer Request: Customer is inquiring if the machine is still under warranty and requests a service visit to inspect the issue. 3. Agent Solution: Agent confirmed that the standard warranty is five years, and the ten-year warranty applies only to the direct drive motor. The agent offered to schedule a service appointment to diagnose the noise issue. 4. Resolution Acceptance: Yes. The customer accepted the proposed service appointment to have the machine inspected. 5. Customer Pain Point: Customer expressed frustration over the unexpected noise from the washing machine, which has been reliable until recently, and is concerned about the warranty coverage. 6. Notable Comments: Customer mentioned that the washing machine has not been moved and has been functioning well until the recent noise issue. [Request] _________________________________________ Surname : JORDAN-ALLCOCK Mobile Number : 07810607083 Post Code : M29 7FT 1st Line of Address : 130 Henfold Road Astley Tyldesley MANCHESTER, M29 7FT, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] CNU250818041833 LEAKING [Consultation contents] [Request] _________________________________________ Surname : Mobile Number : Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] REPAIR [Consultation contents] [Request] _________________________________________ CNU250821086024 Surname : ARMITAGE Mobile Number : 07368484344 Post Code : WF2 8QA 1st Line of Address : 22 Thornes Moor Close WF2 8QA WAKEFIELD, WF2 8QA, GB Email Address : Model # : Serial # : 204PWBALH2Z9 DOP : 03/05/2022 Retailer : CURRYS [Customer Issues] Customer is very unhappy because the leakage is happening for 2days now after the repair. Customer wants to have the engineer to visit the unit again for them to fix the leakage on the water source of the washer. P2022-05-03204PWBALH2Z9 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding an existing repair for a washing machine, specifically about a water leak that occurred after a technician's visit. 2. Customer Request: Customer seeks a new appointment for the technician to return and address the water leak caused during the previous repair. 3. Agent Solution: Agent checked the repair history and confirmed no new appointment was scheduled. The agent coordinated with the repair department to reopen the case and requested the customer to provide a short video of the leak for further assessment. The agent also mentioned that a manager would need to approve the new appointment. 4. Resolution Acceptance: No. The customer expressed frustration with the proposed solution, feeling that sending a video would not adequately demonstrate the issue and insisted on speaking to a manager. 5. Customer Pain Point: Customer is frustrated by the water leak that has caused damage and inconvenience, feeling that the repair service has not adequately addressed the issue. 6. Notable Comments: Customer emphasized the urgency of the situation, stating that the leak has been ongoing for two days and expressed dissatisfaction with the service received, indicating a lack of confidence in the resolution process. [AI Summary] 1. Contact Reason: Customer is calling regarding an existing repair for a washing machine, specifically about a water leak that occurred after a technician's visit. 2. Customer Request: Customer seeks a new appointment for the repair service to address the water leak caused by the previous technician's work. 3. Agent Solution: Agent checked the repair history and confirmed no new appointment was scheduled. The agent coordinated with the repair department to reopen the case and requested the customer to provide a short video of the leak for further assessment. The agent also mentioned that a plumber would not be provided by LG for plumbing issues. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over needing to hire a plumber and insisting that LG should address the issue. 5. Customer Pain Point: Customer is frustrated by the water leak that has persisted for two days and feels that LG's service has caused additional damage, leading to an urgent need for resolution. 6. Notable Comments: Customer emphasized the urgency of the situation, stating that a puddle of water is on the floor and requested immediate action rather than waiting for a scheduled appointment. [Request] DONE BOOKING AND SMS _________________________________________ Surname : Mobile Number : 07583317753 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : 14/10/2021 Retailer : CURRYS [Customer Issues] 194002394863 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is inquiring about the warranty status of their LG washing machine purchased from Currys on October 14, 2021, and is unsure about the warranty duration. 2. Customer Request: Customer seeks confirmation of the warranty details and assistance with potential repair options under the warranty. 3. Agent Solution: Agent attempted to verify the warranty using the provided guarantee confirmation code but found it did not match their records. The agent advised the customer to coordinate directly with Currys for warranty-related repairs since the warranty is managed by the retailer. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were directed to contact Currys for further assistance. 5. Customer Pain Point: Customer expressed frustration over the inability to verify the warranty through LG and the need to reach out to Currys for support. 6. Notable Comments: Customer provided a guarantee confirmation code but was disappointed that it could not be verified by the agent. [Request] DONE NO NEED TO DOCU _________________________________________ Surname : Mobile Number : 07837612662 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] F4Y509WWLA1 [Consultation contents] [AI Summary] 1. Contact Reason: Customer called to inquire about purchasing a washing machine (model F4Y509WWLA1) after encountering an out-of-stock notification during the payment process, despite no prior indication of unavailability. 2. Customer Request: Customer seeks confirmation of the washing machine's stock status and desires information on when it might be available for purchase. 3. Agent Solution: Agent confirmed that the washing machine is currently out of stock and suggested the customer sign up for stock alerts. The agent also recommended checking with local retailers like Currys or John Lewis for availability, as they might have the unit in stock. 4. Resolution Acceptance: No. The customer expressed disappointment with the lack of prior stock indication and was not satisfied with the suggestion to check other retailers. 5. Customer Pain Point: Customer is frustrated by the unexpected out-of-stock notification after progressing through the purchase process, feeling misled by the website's lack of information. 6. Notable Comments: Customer mentioned they were receiving a good discount through the website and expressed concern about potentially losing that offer by purchasing from other retailers. [Request] _________________________________________ Surname : SINGH Mobile Number : 07932789063 Post Code : UB2 5JT 1st Line of Address : 272 Western Road, SOUTHALL, UB2 5JT, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] Note: Customer is expecting for a call back to have an update for his unit however since customer didn't get a call from us, he rings us today asking an update. _________________________________ [AI Summary] 1. Contact Reason: Customer is calling to inquire about the status of a previous case regarding a product issue, as they have not received a callback from LG regarding the resolution. 2. Customer Request: Customer seeks an update on their case and wants to know what the resolution is for their product issue. 3. Agent Solution: Agent verified the customer's case number and personal details before transferring the call to the resolutions team, who are currently handling the case. The agent assured the customer that they would receive assistance shortly. 4. Resolution Acceptance: No. The customer did not accept a resolution as they were still waiting for an update and had not received a callback. 5. Customer Pain Point: Customer expressed frustration over the lack of communication from LG, specifically not receiving a callback regarding their case, which has left them uncertain about the resolution. 6. Notable Comments: Customer mentioned that LG was supposed to call them back, indicating a breakdown in communication and a need for better follow-up on ongoing cases. [AI Summary] 1. Contact Reason: Customer is calling to inquire about the status of a case regarding a faulty dryer that has not been resolved despite multiple service visits since August 1st. 2. Customer Request: Customer seeks an update on the resolution of the dryer issue, specifically requesting either a replacement or a refund due to ongoing problems. 3. Agent Solution: Agent confirmed that the case is still under review by the resolutions team and that the customer should expect an email update within two to three working days. The agent also offered to escalate the case to a manager for further assistance. 4. Resolution Acceptance: No. The customer expressed frustration over the lack of communication and resolution, indicating they may escalate the issue further if not resolved soon. 5. Customer Pain Point: Customer is frustrated by the prolonged delay in resolving the dryer issue, having taken time off work for repairs, and feels the service has been inadequate given the product's high cost and warranty status. 6. Notable Comments: Customer mentioned having recorded conversations for their own records and expressed dissatisfaction with the company's communication and service approach, emphasizing the urgency due to rainy weather affecting their ability to dry clothes. [Request] WILL RAISE FOR THE LG SPECIALIST UPDATE _________________________________________ Surname : Mobile Number : Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [Request] _________________________________________ CNU250821086852 Surname : CAMPBELL Mobile Number : 07943519152 Post Code : DL15 9AX 1st Line of Address : 6 Beckside Mews, CROOK, DL15 9AX, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] broken washer [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding issues with uploading documentation for a broken washer, as previous attempts to receive an email or text message for submission have failed. 2. Customer Request: Customer seeks assistance in resolving the documentation upload issue and confirmation of the next steps to ensure the repair process can continue. 3. Agent Solution: Agent verified the customer's account and explained that there is a current issue with the document upload system. The agent advised the customer to check their email for a message that would allow them to resend the required photos or videos, which should arrive by the next day. 4. Resolution Acceptance: Yes. The customer accepted the agent's guidance to check their email for further instructions and agreed to resend the documentation once received. 5. Customer Pain Point: Customer expressed frustration over the repeated failures to receive communication regarding the documentation upload, causing delays in the repair process for their washer. 6. Notable Comments: Customer mentioned that they had previously confirmed sending the required photos but had not received any follow-up communication, indicating a lack of clarity in the process. [Request] DONE _________________________________________